1. Refund eligibility

Hidden Door provides refunds where we are unable to commence or complete an agreed investigation for reasons attributable to us. If we determine that a case cannot be taken up or completed, the client is eligible for a full or partial refund as applicable.

2. Cancellation by the client

If a client cancels after payment but before work has commenced, a full refund may be provided at our discretion. Once work has started, no refund is issued except as described above.

3. Termination by the agency

Hidden Door may terminate a case at our discretion. Where we terminate before completion, a refund is issued for the portion of work not completed, after deducting costs for work already performed.

4. What is not refundable

Expenses already incurred on your behalf — travel, accommodation, statutory and registry fees, laboratory or specialist charges, and correspondent agency costs — are not refundable once committed, because they are paid to third parties. Fieldwork already performed is chargeable whether or not it produced the finding you hoped for; an enquiry that establishes nothing is completed work, and the report explaining what was checked and why it was inconclusive is the deliverable.

5. Requesting a refund

To request a refund, contact [email protected] with your case reference and the reason for the request. We acknowledge within 3 business days and review and process all refund requests within 14 business days. Refunds are returned by the same method used for payment.

6. Governing law & jurisdiction

This Refund Policy is governed by the laws of India. Any dispute arising from or related to refunds is subject to the exclusive jurisdiction of the courts in Guwahati, Assam, India.

Questions about this document can be sent to [email protected]. Registered in Guwahati, Assam · Jurisdiction: Courts of Kamrup (Metropolitan).